Room Reservations Supervisor

Title: Room Reservations Supervisor
Department: Sands - Hotel Front Desk
Location: NV - Sands Regency - Reno
Employment Duration: Full time
Available Shift:
Pay Range:


Summary of General Job Duties

To supervise all day-to-day duties performed by the Reservation Agents, making informed and responsible decisions, continually revisiting and training of staff on existing or new policies 

Essential Job Responsibilities and Duties

  • Maintain a high quality of guest service according to Jacobs Entertainment, Inc. Mission Statement and F.A.S.T. Track Values Statement.
  • Schedules all agents’ breaks and lunches on assigned shift.
  • Coordinates with the different departments concerned regarding changes in promotions, events, hotel rates, etc. and updates all boards on these changes.
  • Processes the travel agents’ commissions daily.
  • Updates list of travel agents and verifies amounts of commissions before submitting to Accounting. For payment.
  • Processes “edit card” refunds for guests.
  • Prepares requests for disbursements and for money order/check refunds and submits to Accounting for payment.
  • Cancels non-guarantee reservations after the required deadline.
  • Prepares and submits the required reports such as the Shoppers Report, Agents Productivity Report, etc.
  • Researches and resolves credit card disputes relating to guest reservations.
  • Attends customer and travel agents complaints and problems.
  • Performs the duties of the Reservation Agents as needed.
  • Thorough knowledge of applicable Company and departmental policies and procedures as well as the willingness to learn and follow any policy or procedure that may be introduced in the future.
  • Adhere to all appearance and uniform standards.
  • Maintain an open line of communication with Management.
  • Maintain a positive and professional demeanor during all interactions with guest, fellow Employees, and Vendors.
  • Ability to accept performance feedback in a professional manner.
  • Regular attendance and arriving on time to all scheduled shifts and mandatory meetings.
  • Other duties as assigned.

General Job Responsibilities and Duties

To perform the job successfully, an individual should demonstrate the following F.A.S.T. Track Principles:


  • Offer a warm greeting to everyone you encounter with a smile and eye contact.
  • Practice mutual respect by dealing honestly in all interactions.
  • Use genuine listening skills and offer sincere responses.
  • Promote positive interactions with both external and internal guests through sincere greeting and communications.
  • Be approachable, listen and lead by example.


  • Be proactive and positive.
  • If I don’t know, I’ll find out and if we don’t have it, I’ll try to get it.
  • Support and practice the F.A.S.T. Track Principles from the executive level to the front line staff level.
  • Acquire knowledge, training and education. Communicate it to all employees.

Service Excellence

  • Anticipate our guests’ needs before they ask.
  • Contribute ideas and solutions to improve customer service.
  • Escort our guests rather than point.
  • Take personal pride in the quality of your work.
  • Actively seek feedback from our guests concerning our service and atmosphere.

Team Work

  • Share and explain information.
  • Great teams consist of great performers.
  • Create a culture of two-way communication with employees and guests.
  • Be courteous, kind and patient with each other.

Skills, Education and Other Requirements

  • High School Diploma or equivalent preferred but not required


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